Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Request for Health Insurance Waiver and Refund.Dear AHP,I am writing as the father of a student at ****. My student has had continuous medical coverage through our familys health insurance plan for many years. In the Fall 2023 Quarter, my student uploaded both the front and back of our insurance card, along with all required information, to verify coverage. As a result, the health insurance waiver was approved for the entire academic year, and all refunds were issued.For the Fall 2024 Quarter, my student again uploaded the same insurance information (front and back of the card) for the current academic year. There have been no changes to our coverage, and it remains active. However, to date, we have not received any refund. We have confirmed with the insurance company that our coverage is still active, and no new information is available.Despite multiple attempts to reach *** via the call center, I have been unsuccessful due to long hold times, inaudible communication, and call disconnections. The Fall 2024 Quarter has just ended, and with the 2nd Quarter beginning in January 2025, we are now being charged again for insurance, with the threat of class registration being dropped if payment is not made.We believe that **** already has the same coverage information from the previous year, which was approved for the waiver. Therefore, we respectfully request that the health plan waiver be properly applied and that the full refund for the current academic year be issued promptly.Please resolve this matter as soon as possible by applying the health insurance plan waiver and ensuring the refund is applied to my students tuition bill.Thank you for your immediate attention to this issue.

  

  Business response

  01/06/2025

   

  Thank you for bringing your concerns to our attention. We take every complaint seriously and have conducted a thorough investigation to understand and address your issue.

  Waiver FALL Denial:
  Student was automatically denied on 8/9/24 due to a return response from the Carrier of 'Inactive' coverage.
  Student was sent an email on 8/9/24 informing of the denial.
  Student had until 9/27/24 (waiver Fall close date) to appeal or contact AHP regarding the denial and to provide proof of coverage.
  Student/dad reached out on 12/19/24 to inquire about the waiver.  At this time, the Fall waiver was closed, and the Winter waiver period was now open.  On ticket #******, the student was advised to wait a period of time as the Winter waiver had not yet been processed.
  Student reached out again requesting a re-review of the Fall waiver.  The student was directed to contact the school as the waiver had been denied.

  
  Note - Student submitted a new waiver for Winter and the waiver has been approved for the Winter and Spring terms.  The coverage was active at the time of the Winter waiver audit.
  Supporting documentation is attached for the Fall waiver denial.

   

  We sincerely apologize for the inconvenience you have experienced. We value your feedback as it helps us improve our services. If you have any further questions or concerns, please do not hesitate to contact us directly.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of this transaction was from September 4, 2024 through the present.On September 4, 2024 I I enrolled in a class at ***************** as an online graduate student. The school requires health insurance coverage. I have my own health insurance coverage. The cost for the health insurance that ****** offers is $800 for three quarters (3/4 of a year). ****** has an opt out option. To access the opt out option you have to enter the portal of ****************** broker, Academic Health Plans. The insurance is underwritten by United Health Care. I attempted to enter the Academic Health Plans portal and followed the directions offered. I tried to enter on numerous occasions so I could submit the waiver. I was not able to gain access. I informed ***************** on numerous occasions that I could not gain access and asked for assistance. They did not assist or provide any information, the opt out deadline passed and I was billed $800 by Depaul. I have documentation of my contacts with ***************** which demonstrates my efforts to submit the waiver. I am now in a position where I owe $800 for health insurance that I did not want. I have not received any information from Academic Health Plans or United Healthcare about the policy. I cannot register for any classes because I have an unpaid balance of $800. Unless I pay this amount I will have to drop out of graduate school at ******. I am filing this complaint on Academic Health Plans and United Healthcare that apparently conspired with ***************** to defraud me of $800. If you provide me with an email address I will forward the email contacts with ***************** that demonstrate my unsuccessful efforts to opt out. I would ask BBB to assist in resolving this matter.

  

  Business response

  01/03/2025

   

  Thank you for bringing your concerns to our attention. We take every complaint seriously and have conducted a thorough investigation to understand and address your issue.

  I received the OK to refund and worked with the service team to process. I let the student know on 12/27 that their Autumn coverage will be removed and that the school will process the charge on their end after the new year. Refund was processed on our end on 12/30. I also informed the student that they will still need to submit a waiver for Winter while the period remains open until 1/17.

  We sincerely apologize for the inconvenience you have experienced. We value your feedback as it helps us improve our services. If you have any further questions or concerns, please do not hesitate to contact us 

   

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my experience with your Healthcare provider. In early July I was told that I would have to sign a waiver, to have health insurance company provider that the ****************************, was providing for me, entering ***************. A 47 year old person I was getting asked about health insurance, when I have s had coverage since the age of 22. I thought all I had to do was just sign something saying I had my own health insurance What I thought was supposed to have been an easy ordeal, has turned out to be a nightmare. The company ***, though the University needed proof I had insurance, I had emailed them and told them I had my own coverage already. So through emails, even though I had asked for a phone call, I was unsure what proof they needed, even though the email had stated what they needed. So, I sent them a picture of the front and back of my insurance card that I carry in my wallet. They said this was not enough proof and needed the actually health insurance coverage forms/packet. Again I thought this was strange and unnecessary, as I had provided my insurance card as documentation. Multiple times throughout the two months, that I have been calling and emailing have they denied my waiver claim, due to more needed info and my deductible being to high?? One of the first times I called the University asking about this issue, the individual on the phone had stated that the person taking care of the health insurance calls had passed away. I was finally able to get a hold of someone from the University this month who gave me a phone number I could call to get through to an actual person and talk about my situation. I started this process in July and am still dealing with this now, after 25 emails and numerous phone calls not be this difficult to see that I already have health insurance and do not need to be charged $1900 for another Health Insurance, I am having financial and mental issues over this situation. Regards, ***** *****

  

  Business response

  11/19/2024

  
  ***** Wells received a denied waiver. Additional documentation was needed on 09/10/2024, and it wasn't ever received. The latest ticket from this student is ZD ******, which was responded to the student Upon further verification, I see that your waiver was last denied because additional information was requested, but no further documents were submitted. It appears that the documents initially attached to the waiver could not be opened, and we needed this information to confirm whether your insurance benefits met the waiver requirements"
  
  The waiver deadline was 09/09/2024, and without the necessary documentation, we were unable to verify the insurance benefits for approval.
  
  If you wish to appeal, please contact your school directly at ****************************.
  
  The student did not reply to this. The student also contacted us on ZD ******, ******, and 697257.  See attached waiver documents.

  We sincerely apologize for the inconvenience you have experienced. We value your feedback as it helps us improve our services. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was Forced to enroll in this Insurance, which I don't need. I already have my own health insurance, and a national insurance. They even force me to purchase from the time I wasn't arrived in ** yet....... I need a refund.

  

  Business response

  10/08/2024

   

  Thank you for bringing your concerns to our attention. We take every complaint seriously and have conducted a thorough investigation to understand and address your issue.

  
  The requirements for this school are that all registered Domestic and International students taking one (1) credit are required to have health Insurance coverage, either through this Student Health Insurance or through another individual or family plan. Students are automatically enrolled in the Student Health Insurance Plan at registration and the premium is added to the student's tuition fees unless proof of comparable coverage is provided. The school enrolled the student since they did not see that there was an approved waiver. The fee would have been on student's tuition bill through the school.

  After researching with the school, the student's waiver was approved on Friday 10/4/2024.  The student will receive a refund of $889.00.

   

  Thank you

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company automatically enrolled me in health insurance and charged me $1.581.40 through my financial aid. I had already completed a waiver because I have health insurance through my job. I missed an email saying that I had to prove to them that I already had health insurance and since I missed the email they signed me up for insurance I dont need and charged me a huge amount. This is an outrageous way to take advantage of students. They say I cant get the charges reversed even tho I wont use the insurance.

  

  Business response

  10/02/2024

   

  Thank you for bringing your concerns to our attention. We take every complaint seriously and have conducted a thorough investigation to understand and address your issue.

  School has all eligible students automatically enrolled in the student health plan,  and premium is charged to their student account at the school.  If the student has other health coverage, they are available to waive out of St. Martin’s student health plan between 7/18 and 9/16. The student submitted a waiver on 8/5, and received an email on 8/6, 8/13, 8/21, 8/28 that we were unable to determine the status of the alternative insurance plan and needed additional information. The student was enrolled on 9/24 due to there still being a pending waiver on her account. When the student called in, our service team relayed to student in both instances; the waiver period ended 09/16/2024. The online waiver system can no longer accept new waiver requests. Seems like the student may have reached out to the school and the school was able to make an exception. The student's waiver was approved on 9/26 by the client at the school.  The school should work with the student on the refund.

   

  We sincerely apologize for the inconvenience you have experienced. We value your feedback as it helps us improve our services.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late July, I enrolled in Academic Health Plans health insurance policy through ********************** as the domestic partner of a graduate student. I did so under the impression that I would be losing my work-provided insurance. I paid the initial payment of $696 for the insurance premium, with coverage beginning on 8/15/24. Soon after enrolling, I was offered and accepted a new job with full health benefits. In light of this change, on 8/12/24 I contacted AHP to see if there was any way to cancel my policy and receive a refund, or at the very least avoid the future premium payments. They declined to resolve the issue. I understand that I agreed to the terms that bound me to paying for the coverage for the duration of the contract, but I believe there should be some way to get recourse in a situation like this. Or at least get a partial resolution. Especially because I reached out to fix this issue before the coverage even began.

  

  Business response

  08/26/2024

   

  Thank you for reaching out to us and sharing your concerns about your recent experience. We sincerely apologize for any inconvenience this situation may have caused.

   

  The school sent in a request to cancel/refund the student's dependent. Here was that chain of events, and we processed a refund for him this morning:
  
  8/19 - school requested that we cancel/refund student dependent
  8/20 - Team clarified with school that coverage cancellation/refund was only for dependent, and school confirmed same day.Refund was requested. 
  8/22 - Refund approved.
  8/23 - Refund processed this AM.
  

  Once again, we appreciate your feedback and the opportunity to improve our service.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a graduate student at *********************. I have medical coverage under my parents health insurance. I am only 24. I uploaded the front and back of my medical card to prove coverage as well as the benefits document that was requested. My ************* updated that document in 2023 and nothing has changed so that is the most updated information. I received an email back from AHP that my waiver request is being denied and they want a letter from my insuance carrier Allied. I called Allied and they told me the card is active and current and that the benefits coverage is the same as what I provided to ***** last year and there is no new information to give them. I tried calling AHP and sat on hold for over 3 hours and nobody picked up. I am now in my clinical rotations and seeing patients 8-5 every day and cannot call to get this resolved. You have my exact same information from last school year which you approved. Please approve this exact same health plan for the waiver. I need the insurance refund on my tuition bill

  

  Business response

  08/09/2024

   

  Dear ******* and BBB Representatives,

  
  Thank you for bringing your concerns to our attention. We take every complaint seriously and have conducted a thorough investigation to understand and address your issue. To resolve this matter, we have taken the following steps:

  * Researched the waiver in question and the steps taken by AHP.
  * We have initiated a refund in your tuition with the school on 8/9/2024.
  * A research ticket of your call into AHP has been initiated to observe the hold time during the time in question.  We will address accordingly once the information is received.

  
  We sincerely apologize for the inconvenience you have experienced. We value your feedback as it helps us improve our services. If you have any further questions or concerns, please do not hesitate to contact us directly.

  
  Thank you for your patience and understanding.

  
  ********************* | Director of ****************** & Client Experience
  Academic Health Plans
  O: ************ | *******************
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted necessary paperwork to add a dependent to my insurance, and even followed up multiple times when the insurance was still "pending". It turns out they never sent my submission to the actual insurance company! Now my spouse has been paying out of pocket for medications and doctors appts. I had to find out that they never sent this info not from THEM but by calling the actual insurance company. Needless to say this has been an absolute nightmare. So disappointed with my experience with them. They are quick to charge you and lie to you but not actually do their job.

  

  Business response

  07/31/2024

   

  Dear *********************** and BBB Representatives,

  
  Thank you for bringing your concerns to our attention. We take every complaint seriously and have conducted a thorough investigation to understand and address your issue.
  June 28 and July 2 student requested to add new dependent to her insurance through a qualifying event
  July 22 Order was processed.  20+ days is not our target processing timeline
  
  Once AHP processed, **** was delayed again through BCBSTX but is now active today in both.
  
  We sincerely apologize for the inconvenience you have experienced. We value your feedback as it helps us improve our services.
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I tried to enroll in student health insurance for the summer because of a change in employment status. I had a month to enroll in student insurance before the end of June. On June 4, 2024, I enrolled, and AHP sent me a confirmation email that I would be enrolled for BCBSTX. On BlueCrossBlueShield's website, I saw my insurance lasted until 9/1/2024. To my knowledge, my plan should have been active through the summer. During July, I noticed in my bank account that my therapist charged me the uninsured rate. This caused me to find out I lost my insurance on June 30th. I received no notice from AHP that my enrollment would be canceled. Further, they are unwilling to let me re-enroll because of a loss of coverage. Because of this, I have to skip prescriptions and cancel doctor ************* Further, I feel like calling AHP to figure out why I cannot be reinsured has become a part-time job.

  

  Business response

  07/31/2024

   

  Dear ************************* and BBB Representatives,

  
  Thank you for bringing your concerns to our attention. We take every complaint seriously and have conducted a thorough investigation to understand and address your issue.

  
  ***** requested coverage months before current coverage was set to term and new enrollment was voided.  School informed AHP his yearlong coverage should be terminated early.  We should have re-activated his recent coverage request but overlooked it until the student emailed AHP again and told us of the 06/04/2024 coverage request.  We reinstated coverage.
  
  Timeline
  August 22, 2023 The student was enrolled as part-time AGS with coverage from 09/01/2023 08/31/2024
  June 4 The student enrolled himself as a full-time AGS.  Since he was already enrolled, the new June 6 enrollment was voided. 
  June 7 The students part-time AGS was termed as of 05/31/2024 through a file from the school. The June 6 FT enrollment was overlooked and not re-instated.
  June ************************************** AGS through a QE.  Once a student loses AGS coverage they have 30 days to re-enroll.  07/17 was more than 30 days past May 31 so the order was voided.  Again, the June 6 FT enrollment was overlooked and not re-instated.
  July ************************************************************** FT AGS on 06/04/2024 (this is the enrollment that had previously been voided then overlooked). The coverage was re-instated back to continuous coverage from 09/01/2023 08/31/2024. The student was emailed informing him of the re-instatement.
  July ************************************************************* BCBSTX.  An emergency add with BCBSTX was requested.
  July 29 School was emailed confirming active coverage with BCBSTX.
  July 30 Student was emailed confirming active coverage with BCBSTX.
  
  We sincerely apologize for the inconvenience you have experienced. We value your feedback as it helps us improve our services. 

  Customer response

  07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AHP is unfortunately a horrible company to deal with as their customer service is extremely unhelpful and dealing with them has been a pain. I had submitted a waiver to not be enrolled in their policy for the upcoming year as I already have health insurance and do not want to be involved in their services. I noticed I had not received any updates about the waiver so I contacted AHP and they claim they did not receive any waiver, only the one they received last year, so they auto enrolled me in their insurance without any consent from me and refuse to help me get off their plan. The school is telling me this is an AHP policy and AHP tells me it's the school's policy so I am just being sent back and further which is extremely frustrating. Now they claim their waiver deadline is passed and there is nothing they can do. As a student paying tuition, housing fees and many other costs associated with being a student it is extremely difficult for a unnecessary $400 a month bill is added to your tuition for a service that you do not want or need, on top of the fee I already pay for the insurance I have on my own. I just want to be de enrolled from this insurance plan.

  

  Business response

  07/24/2024

   

  Hi,

  I reviewed the notes on ticket ****** and took a look into the waiver system and I don't see a waiver in the system for Fall 24/25, even if you hadn't submitted the waiver but started the waiver and did not submit it would show up on our end. 
   
  Unfortunately the waiver deadline closed on 6/16. If you would like to discuss the deadline and your waiver further I would reach out to **************************************
   

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